12971 results found
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Support for SMS Integrations in Shared Inbox
Currently, the Shared Inbox in the Customer Engagement Bundle (CEB) does not display automated SMS messages sent via third-party integrations such as Agency Zoom. While customer replies to these messages appear in the Shared Inbox, the original automated messages do not, causing confusion for users and incomplete conversation threads.
2 votes -
Pause/Stop Recording Metric for Reports
Create a reportable metric that tracks when users pause or stop the recording during automatically recorded calls.
This metric should be available in the Analytics Portal so leadership can easily identify how frequently (and which users) are using the pause feature. This would help us monitor proper usage and ensure compliance with our call recording policy.2 votes -
Allow PSTN CNAM Preservation for Internal Calls Using Substitute Caller ID
Request the ability to preserve and display the PSTN CNAM associated with a configured Substitute Caller ID number when calls are placed to RingCentral users or devices.
Currently, internal RingCentral calls ignore the Substitute Caller ID configuration and instead display the caller's internal user profile or extension information. While this behavior supports internal directory functionality, customers would like an option to retain the PSTN CNAM of the Substitute Caller ID number for caller identification purposes.
This enhancement would provide greater flexibility for organizations that utilize multiple business numbers and rely on PSTN CNAM branding while maintaining existing internal calling features.
1 vote -
Turning off the AI notes announcement without recording a blank audio.
When turning off the AI notes announcement, there should be an option to toggle off a button or uncheck the feature without recording a blank audio.
1 vote -
RingCentral Workflow Builder to trigger automations on calls placed to internal extensions or other numbers within the same account
RingCentral Workflow Builder to trigger automations on calls placed to internal extensions or other numbers within the same account
1 vote -
Bring "Voicemail Screening / Live Pick-up" to Physical Desk Phones
Please add support for Answering Machine Emulation (Live Voicemail Screening) directly on physical desk phones. While the RingCentral desktop app allows users to listen to a live voicemail and "Pick Up" mid-message, this functionality is completely missing from hardware desk phones. Our users want the traditional ability to hear a caller leaving a voicemail over the desk phone's speaker in real-time and simply pick up the handset to interrupt the voicemail and answer the call. Bridging this gap between the cloud app and physical hardware would drastically improve daily call handling for busy offices.
1 vote -
Additional Granular Data Columns for RingEX Performance and Live Reports
Overview
Currently, RingEX Analytics Performance Reports and Live Reports rely exclusively on a set of predefined columns. To enable deeper operational insights, more precise SLA tracking, and streamlined troubleshooting, we request the addition of six granular metrics/data points as optional, selectable columns in these reporting views.Problem Statement
The existing predefined columns combine certain call states or omit unique identifiers, which limits supervisors and analysts from identifying exact bottlenecks (e.g., distinguishing IVR navigation time from queue wait time) or cross-referencing calls instantly using a unique session ID.Proposed Solution
Introduce the following 6 additional columns to both historical Performance Reports…1 vote -
Allow top-left header to show User/Site Name instead of global Company Name
Right now, the RingCentral app forces the main account name (e.g., "Zomak Medical Clinic Fairview") to show in the top-left corner for every single user.
For multi-site organizations or multi-clinic practices, this is highly confusing. A user at "Griffin Road Medical Clinic" (Ext 301) shouldn't be forced to see a different clinic's name in their primary app interface.
Please add an admin setting that allows the top-left header to display the individual User/Extension Name or Site Name instead of the global account name.
1 vote -
In the AI receptionist, add the rule in 'Transfer by context' to route silent calls to announcement or voicemail.
This is beneficial if we don't want the calls to be routed to the backup extension.
1 vote -
Prevent Browser Throttling (Tab Sleeping) via Native Keep-Alives & In-App Alerts
Aggressive browser RAM features (Chrome/Edge Memory Saver) put background RingCentral tabs to sleep. This kills the real-time connection (SignalR/Port 31322), causing dropped calls, false "Refused" agent statuses, and multi-call routing glitches. Fixing this currently requires complex, manual IT Group Policies (GPOs).
The Solution:
Native Keep-Alives: Embed HTML5 Wake Locks or background workers into the RingCentral platform so browsers recognize it as a critical real-time app and never put it to sleep.In-App Diagnostics: If browser throttling or port blocking is detected, display an immediate warning banner to the agent (e.g., “Your browser is throttling this app. Click here to whitelist.”).
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1 vote -
requesting to show number of caller on hold in HUD
show number of caller on hold in HUD request
6 votes -
Ability to dial out while there is an incoming call
Ability to dial out while there is an incoming call, after the latest update the ability to dial out while there is an incoming call is no longer available. You need to ignore the call first to be able to dial out which is inconvenient for customers that has a call queue and receiving a lot of calls.
99 votes -
Granular Global Notification Controls for RingCX/ACE
Problem Statement
RingCX Admins currently lack granular control over organization-wide notifications. When automated events run (like ACE Scorecards), users get flooded with spam—in one case, 14 emails within 10 minutes.The current admin workaround under People > Users is an all-or-nothing "Turn off notifications" button. While this stops the flooding, it simultaneously blocks critical communications that users actually need, such as Coaching updates and system announcements.
Proposed Solution
Category-Specific Admin Toggles: Provide a centralized dashboard in Admin Settings allowing admins to selectively enable/disable specific notification types (e.g., Mute Scorecards but Allow Coaching & AI Insights) company-wide.Notification Digest / Throttling:…
1 vote -
Display name for deskphones
We would like to request a feature enhancement in the RingCentral Admin Portal. Currently, for desk phones utilizing assisted provisioning, administrators lack the option to customize the local display name shown on the physical device.
We need the ability for administrators to modify and set a preferred display name directly within the portal for all devices, regardless of whether they are fully or assisted provisioned. This flexibility is essential for maintaining accurate internal directory labeling and meeting specific formatting standards across our office hardware.
1 vote -
Add end time to call log in RingCentral app.
Add end time to call log in RingCentral app to show what time a call ends and begins.
1 vote -
Be able to Configure user access rights for call logs and phone numbers across multiple sites
A user with a Custom Role assigned to a specific Role Domain (Site) and granted "Company Call Log" and "Sites Call Log" full access permissions should see ALL call records and ALL recording segments associated with that Site.
2 votes -
Using older desktop app version's phone interface to manage multiple calls
[EXTERNAL]
My entire office are really struggling with the new RC App… it REALLY SUCKS and my entire office has the same response…
It has a LOT of new features and all but we don’t need all the bells and whistles.. phone # is too small, we might have 6 callers at the same time and it’s sooo difficult to stack calls and re-enter into calls and transfer calls and have conference calls on the fly… The old app was MUCH EASIER to navigate and see… Along with this, my plantronic’s headset now doesn’t allow me to accept calls or…
2 votes -
Play Announcement When Maximum Wait Time for a Call Is Reached in Call Queue
Add an option to play an announcement when the 'When maximum wait time is reached, send caller to' criteria is reached for a call in Call Queue. This would provide users with an option for receiving notification of missed calls, as forwarding calls to an announcement-only extension does not currently support missed call notifications.
1 vote -
Download Transcription while RCV not recorded meeting is ongoing in All New RCV meeting
Steps to replicate:
Video setting : All New RCV meeting turned on in the RingCentral Desktop/Web App.
Ongoing RingCentral Video not recorded.
Should have option to Turn on Transcription while meeting is ongoing.
While in the meeting, Host should have option to download transcription real time.
This is working in RingCentral Mac desktop app if in Video setting, "All New RCV meeting" is off.1 vote -
SMS Recipient Removal in Call Queues
As an admin, I cannot remove an SMS Recipient once added to a Call Queue. My only options are to just disable notifications, or to totally delete the Call Queue and recreate it. Need a "Delete" option for SMS Recipients on Call Queues.
21 votes
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